Inbound Hotel Reservations Agent I Novotel Surfers Paradise

JOB DESCRIPTION

Novotel Surfers Paradise is a family friendly hotel located in the heart of Surfers Paradise. With 408 rooms, including 2 penthouses, the hotel offers a range of amenities for guests to enjoy during their stay. In-room dining is available for those who prefer to dine in the comfort of their own room, while the Blvd Cafe and Bar, Pool Bar and Buffet Breakfast Restaurant provide a variety of dining options. Guests can take a dip in the pool, relax in the spa, or play a game of basketball or tennis on the hotel’s court. The hotel also offers 6 conferencing rooms for business or event needs.

We are seeking a highly motivated and customer-focused individual to join our team as an Inbound Hotel Reservations Agent. The successful candidate will report into our Reservations Supervisor and be responsible for handling inbound calls and emails from guests, providing information about the hotel and its services, and processing reservations.

Key Responsibilities:

Respond to inbound calls and emails from guests in a timely and professional manner

Convert enquiries into bookings utilising your ability to engage and instantly build rapport with people

Keep up to date with and proactively promote & upsell Hotel services and Accor promotions to guests

Processing reservations, including taking payment and providing confirmation details

Assist guests with any questions or concerns they may have

Ensure that all reservations are entered accurately into the hotel’s PMS

Your working hours will be between 8am – 6pm, five days per week, including weekends and public holidays as per business demands

What we’re looking for:

Ability to work well under pressure and handle a high volume of calls and emails

Experience in a similar role in a large Hotel environment

Experienced with reservations systems, ideally Opera or similar

Strong customer service skills with a sales focus and the ability to up-sell the hotel features

Effective communication skills both written and verbal

Must have a positive attitude and be a team player

What’s in it for you?

International Accor Restaurant, Accommodation and Spa treatment discounts

Free colleague meals during shifts

Paid birthday leave

Employee Assistance Program

Quarterly colleague awards

Monthly birthday and anniversaries celebrations

Refer a friend incentive

Training and career development opportunities

Work in a beautiful beach side award winning resort

Uniform provided and parking available on site

If you are passionate about providing excellent customer service and are looking for a challenging and rewarding role, we would love to hear from you!

Aboriginal & Torres Strait Islander